Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

Ad de Jong; Ko de Ruyter; Jos Lemmink

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Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

机译：跨边界自我管理服务团队中服务气氛的前因和后果

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In this article, the authors examine antecedents and consequences of the service climate in boundary-spanning self-managing teams (SMTs) that deliver financial services. Using data from members of 61 SMTs and their customers, the authors show a differential impact of the SMT service climate on various marketing performance measures. Furthermore, they obtain support for independent group-level effects of intrateam support and team member flexibility on employee perceptions of the SMT service climate. Both effects are persistent over time and demonstrate that collective perceptions in the SMT have incremental value in the explanation of the service climate.

机译：在本文中，作者研究了提供金融服务的跨边界自我管理团队（SMT）中服务环境的前因和后果。作者使用来自61个SMT成员及其客户的数据，显示出SMT服务环境对各种营销绩效指标的不同影响。此外，他们获得团队内部支持的独立小组级影响以及团队成员对员工对SMT服务环境的感知的灵活性的支持。两种影响都将随着时间的推移而持续存在，并表明SMT中的集体感知在对服务环境的解释中具有递增的价值。

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《Journal of Marketing》 |2004年第2期|p.18-35|共18页
作者
Ad de Jong; Ko de Ruyter; Jos Lemmink;
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International Service Research;

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正文语种 eng
中图分类 f;
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2. Antecedents and consequences of group potency: A study of self-managing service teams [J] . de Jong A, de Ruyter K, Wetzels M Management science: Journal of the Institute of Management Sciences . 2005,第11期

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3. Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting [J] . Ad de Jong, Ko de Ruyter, Jos Lemmink Journal of management studies . 2005,第8期

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5. The adaptive behaviors of boundary-spanning service personnel: Identifying antecedents and consequences [D] . Gwinner, Kevin Patrick 1997

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Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams

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